Case Officer (Level 4)

Summary

Under the direction of the Operations Manager, the Case Officer is responsible for providing efficient and effective case management and support to individuals seeking citizenship services. Reporting to the Operations Manager, the role requires exceptional organizational and interpersonal skills to manage a caseload and ensure timely processing of citizenship applications. 💰Salary: $2,803,771 JMD per annum

Responsibilities

• Key Outputs:

  • • Eligibility assessments for citizenship applications conducted.
  • • Supporting documents to ensure compliance with legal requirements verified.
  • • Accurate records of each case's progress and status maintained.
  • • Necessary information and documentation obtained.
  • • Citizenship requirements and processes provided to clients.
  • • Complex cases or issues escalated.
  • • Potentially fraudulent activities or cases of concern identified and reported.
  • • Reports on citizenship services, including statistical analysis and performance trends prepared.
  • • Individual Work Plans developed.

• Technical/Professional:

  • • Process and review citizenship applications, ensuring accuracy and completeness.
  • • Conduct interviews and investigations to gather necessary information for application assessment.
  • • Verify supporting documents, such as birth certificates, passports, and identification documents.
  • • Assess eligibility for citizenship based on immigration legislation and policies.
  • • Prepare recommendations and decisions on citizenship applications.
  • • Maintain accurate and up-to-date case files and databases.
  • • Coordinate with internal and external stakeholders to gather required information.
  • • Stay updated on changes in immigration laws, policies, and procedures, ensuring compliance.
  • • Provide support and guidance to applicants throughout the citizenship application process.
  • • Collaborate with senior case officers in complex citizenship cases.
  • • Understand and apply relevant citizenship legislation and regulations.
  • • Use case management systems and software for processing citizenship applications.
  • • Conduct research on country-specific immigration requirements for citizenship eligibility.
  • • Maintain knowledge of immigration policies and guidelines.
  • • Produce accurate and well-written reports, recommendations, and correspondence.
  • • Maintain accurate and detailed records of activities.
  • • Follow standard operating procedures and guidelines for citizenship processing.
  • • Escalate high-risk cases to senior case officers as necessary.
  • • Collaborate with team members to improve case processing efficiency.
  • • Demonstrate cultural awareness and sensitivity in dealing with applicants from diverse backgrounds.
  • • Coordinate with external agencies as required for information gathering or verification.
  • • Handle inquiries and provide assistance to applicants regarding their citizenship applications.
  • • Provide feedback to applicants regarding the status and progress of their applications.
  • • Deal with complaints and resolve issues related to citizenship applications.
  • • Stay up-to-date with developments and best practices in the field of immigration and citizenship.
  • • Follow ethical standards and professional conduct in all interactions.
  • • Liaise with senior management on issues related to citizenship processing.
  • • Collaborate with internal and external stakeholders to ensure efficient service delivery.

• Management/Administrative:

  • • Contributes to the development of the Unit’s Operational Plan and Budget.
  • • Prepares and submits performance and other reports relating to the achievement of targets for the PICA as required and ensures timely submission of all documents/information requested.
  • • Maintains quality customer service principles, standards and measurements for the PICA.
  • • Develops Individual Work Plan based on strategic alignment with PICA’s Corporate/Operational Plan.

• Human Resources:

  • • Maintains a system that fosters a culture of team work, employee empowerment and commitment to the Division’s goals.
  • • Fosters an atmosphere of trust, high ethical and confidential standard.

• Other:

  • • Performs other related duties that may from time to time be assigned.

Required Skills

• Core:

  • • Excellent communication and interpersonal skills.
  • • Strong attention to detail and accuracy.
  • • Exceptional organizational and time management abilities.
  • • Ability to work independently and handle a high workload.
  • • Problem-solving and critical thinking skills.
  • • Strong customer service orientation.
  • • Ability to work effectively in a team environment.
  • • Ethical and professional conduct.
  • • Flexibility and ability to adapt to changing priorities or requirements.
  • • Proactive and results-oriented approach.

• Technical:

  • • Knowledge of citizenship laws, regulations, and procedures.
  • • Familiarity with case management systems and databases.
  • • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
  • • Ability to conduct interviews and gather relevant information.
  • • Analytical skills to assess eligibility and review supporting documents.
  • • Ability to interpret and apply relevant legislation or guidelines.
  • • Knowledge of fraud detection and prevention techniques.
  • • Ability to adapt to changing technology and digital advancements within the field.
  • • Knowledge of organizational policies and practices related to citizenship services.
  • • Strong knowledge of the PICA’s policies and procedures.
  • • Understanding of the Data Protection Act, policies and procedures.

Qualifications

• • Bachelor of Science degree in Public Administration, Social Sciences or Law.
• • Two (2) years’ experience in citizenship services or immigration programmes.

Additional Information and Instructions

For all general job applications, kindly send résumés and application letters to 📧 recruitment@pica.gov.jm. If you believe you possess the above qualities and a strong desire to help the Agency fulfill its mandate, you are invited to submit your applications accompanied by detailed resume to: Director, Human Resources (Assigned) Passport Immigration & Citizenship Agency, 8 Waterloo Road, Kingston 10 ℹ️ Click Apply Now for the direct application link 🔗 Please indicate the name of the post that you are applying for in the subject line NO LATER THAN FRIDAY, May 9, 2025 @ 4:00 P.M. No hand delivered application will be accepted

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